Feedback & Complaints

Client expectations

At KWILS, clients can expect to:

  1. Be kept up to date about their legal matter.
  2. Be given accurate legal advice in a way that they can understand.
  3. Have the legal work that we have told them we will do, done.
  4. Be treated with respect and courtesy.
  5. Be clearly informed if KWILS is unable to assist or needs to stop acting and be supported to find alternative services where appropriate.

Stakeholder  expectations

At KWILS, stakeholders can expect:

  1. To be communicated with clearly and in a timely manner.
  2. That the confidentiality and safety of our clients is our priority.
  3. To be treated with respect and courtesy.

No adverse consequences from complaint or feedback


Making a complaint or providing feedback does not mean that the client or stakeholder relationship with KWILS will end. KWILS will work with the client or stakeholder to explore and address their concerns and will continue to always treat them with respect and courtesy.


Acknowledgement of feedback or complaint 


KWILS will take steps to acknowledge receipt of the feedback or complaint promptly, usually within 2 or 3 working days. Where possible, complaints will be investigated and resolved within 28 days.


Confidentiality


KWILS protects the identity of people providing feedback and making complaints where this is practical and appropriate. Personal information that identifies individuals is only disclosed or used as permitted under the privacy laws and any relevant confidentiality obligations.


There may be occasions when the nature of the feedback or complaint cannot be kept confidential for KWILS to deal with the complaint or related risk. Examples may include if there is information in the complaint that relates to mandatory reporting, or if the complaint raises safety concerns for staff, clients, or other people.


Anonymous complaints and feedback


KWILS acknowledges that there can be times when feedback and complaints are provided anonymously, for example at times when there is a perception of power imbalance between clients and stakeholders, and legal services. KWILS will accept anonymous complaints or feedback from a client or stakeholder, however, this may place limitations on our ability to clarify, investigate or report on the outcomes of the feedback or complaint made.


Contact us


We welcome your feedback and take complaints seriously. If you have any concerns, questions, or suggestions about our services, please contact us directly by phone, email or through our Contact Us [insert link to form] page. We will acknowledge your feedback promptly and provide information about any follow-up or outcomes, while always respecting your privacy and safety.